EXCHANGE/ RETURN POLICY
Have a concern about a product?
Simply contact us if you would like to lodge a claim for remedy, exchange or return.
To qualify for a claim, please consider our policy below and ensure these are met before lodgement.
Retain a Tax Invoice as proof of purchase.
Claim lodged within 14 days of purchase.
Products must be returned in original condition, with all components, packaging included and not been worn or used.
Any free gifts / promotional discounts that benefited/ relate to the product being claimed, must also be returned in original condition for processing.
Excludes Sale / promotional items / discontinued product / gift cards.
Gift cards are not redeemable for cash, refund or transfer.
Excludes skincare, rollerball, massage roller products due to personal health safety & hygiene reasons.
Excluded services such as the Half Price Refill Service and MYO Perfume Service where the service has been fulfilled.
Excludes delayed order deliveries due to reasons beyond our practical control.
(eg. Delayed third party shipment once goods are in transit / Natural Disasters / Government restrictions.)
If your product meets all the above policy terms, please complete the form below, or visit us in store.
LODGE A CLAIM
If you would like to lodge a claim, please complete the EXCHANGE/ RETURN FORM below.
Please include your Name, email, order / Tax invoice number and the reason for exchange / return request.
If you are lodging instore, please complete a customer enquiry form with your product to formally lodge a claim. We will respond within 48hrs with your RA code, claim form and any post back instructions provided by our management team.*
Please note, Any claims lodged by social media, txt , or phone will not be lodged. Any return deliveries received without an authorised RA number and claim form, may not be processed.
All approved claims will be granted to the original purchaser in the form of an new service remedy/ exchange/ credit note for the qualified value, excluding shipping costs.
Credit notes are valid for 3 years from issue date and can be used within Generics Urban Apothecary instore and online. These are not transferable for cash or recipient unless approved by management.
REFUNDS are issued in the result of malfunctioning products, where a remedy by form of replacement, exchange, amend or discount has not been applied at point of sale.
Any approved refunds will be processed back to the original purchaser, in the same format it was purchased (eg. Paid by eftpos = Refunded by Eftpos). Please allow up to 10 working days* for funds to be processed and cleared to your account. We also recognise each banks processing schedules can vary, please contact your bank to clarify actual time frames once it’s passed our processing.
Refunds can only be made in AUD and will include taxes paid at the time.
Refunds include return of qualified value amount and excludes all original & return shipping costs/ import taxes/duties . (Shipping are the responsibility of the purchaser.)
All refund claims will be reviewed by management on a case by case basis. We reserve the right to grant based on the policies and by reasonable request. Should there be reason to believe abuse or deliberate damage to products have been made, such claims will not be processed.
Alternatively, you may prefer to visit any GENERICS store and speak to our team who will gladly assist you with any product concerns.
Our GENERICS 30-Day Guarantee
Your new “Generics Urban Apothecary” Candle , Diffuser is covered under our
GENERICS 30-day Guarantee.
Rest assured if your GENERICS is proven to malfunction under an approved production fault* within the first 30 days of delivery, we will replace your item for new or exchange it for the equivalent goods value.
*Please lodge product by completing the form below or visiting our stores. You may be asked to present proof of malfunction to support your claim. Your claim will be reviewed under a series of product tests, lead by our management team. Please allow up to 10 working days for an approval to be fully processed.
